Job Title

About Us: EverAI Labs is a upcoming startup in the customer service industry, dedicated to enhancing operational efficiency and workforce development through innovative automation solutions. We are developing a comprehensive set of platforms that focuses on using latest technology to enable our clients deliver better and faster customer experience.Role Overview: We are seeking an experienced Product Manager to lead vendor roadmap alignment, feature definition, and integration strategy for our portfolio of contact center technology platforms. The Product Manager will work directly with strategic vendor partners (including CCaaS, WFM, QA, AI Agent Assist, Speech Analytics, Knowledge Management, language translation platforms), ensuring vendor product development is aligned to our business needs and integrated seamlessly into our broader contact center ecosystem. The role requires strong product management leadership, vendor partnership experience, deep understanding of contact center operations, platform integration architecture, UX/UI best practices, and ROI-driven decision making. The ideal candidate will have at least 15 years of product management experience working with complex vendor solutions in contact center or customer experience industriesKey Responsibilities:Vision & Strategy: Own the long-term product vision and roadmap for vendor-managed contact center platforms. Evaluate vendor product pipelines, prioritize feature requests, and guide roadmap discussions based on operational priorities, CX strategy, and enterprise technology alignment.Vendor Engagement & Requirements Leadership Serve as the primary business lead with vendor product and account management teams. Translate business needs into functional, technical, and integration requirements. Influence vendor product roadmaps to incorporate features required for agent productivity, customer satisfaction, automation, compliance, and efficiency gains.Platform Integration & Architecture Drive seamless integration of vendor platforms across the contact center technology stack including: Workforce Management (WFM) Speech & Sentiment Analytics AI-powered Agent Assist & Knowledge Management Omnichannel Contact Routing Quality Monitoring & Coaching Language translation Collaborate with enterprise architects to define APIs, data exchange models, failover scenarios, and data governance frameworks.Reporting, Analytics & ROI Modeling Define vendor product performance KPIs, reporting dashboards, and operational analytics. Build ROI models to assess feature investments, cost efficiencies, and business impact.UX/UI Collaboration Partner with UX teams and vendor design leads to ensure agent and supervisor interfaces are intuitive, consistent, and aligned to agent workflow design principles.Risk & Failure Scenario Planning Identify potential integration risks, downtime scenarios, and vendor dependency risks; work with vendors to design business continuity solutions.Product Delivery & Governance Establish product governance processes including regular vendor roadmap reviews, product health checks, delivery accountability, and vendor scorecards.Industry Research & Competitive Benchmarking Stay abreast of evolving trends in contact center AI, automation, workforce engagement, and agent enablement to shape vendor partnership decisions.Qualifications: Experience: Minimum of 15 years of experience in product management, with a strong track record of leading the product development lifecycle in training and coaching Technical Skills: Proficiency in product management tools, AI and voice technology, UX/UI design principles, and an understanding of API integrations. Analytical Skills: Strong analytical skills with the ability to interpret data and develop actionable insights. Leadership: Excellent leadership and team management skills, with the ability to inspire and motivate cross-functional teams. Communication: Exceptional communication and interpersonal skills, with the ability to articulate complex ideas clearly and effectively. Problem-Solving: Strong problem-solving skills and the ability to think strategically and creatively. Must have experience with Ccass platforms such as: NICE CXone, Verint, Genesys, AvayaPreferred Skills: Working knowledge of AI-powered contact center solutions and agent assist platforms. Agile product development experience and Jira-based delivery management. Vendor negotiation and commercial contract management exposure. Education: Master’s degree in Computer Science, Business Administration, or a related field. An advanced degree is a plus.